Refund policy

Up To 90 Day Returns

  • We offer returns/exchange options of up to 90 days from purchase using our UK EASY RETURNS service. For returns made using our "Easy Returns" app, any mistakes or incorrect option choice cannot be amended by our customer services team.
  • For traditional return and refund to your original method of payment using your own choice of courier please click the download link: Returns Form PDF  
  • During busy periods please allow up to 7 days for returns to be processed.
  • We cannot accept returns for items that have been used, worn, washed, soiled or damaged by the customer.
  • We cannot accept returns that have been contaminated with odours from smoking, perfumes, aftershave, scents or sweat.
  • For hygiene reasons, items such as underwear, swimwear, bibshorts and speed suits cannot be returned if items have been worn or tried on by the customer.
  • Returned Items must be in perfect re-saleable condition including all original parts, accessories, original attached tags and packaging. A 20% re-stock fee will be deducted from the refund if the returned item is not in perfect re-saleable condition but can still be re-sold at a reduced price.
  • Custom or bespoke manufactured goods cannot be returned. This includes wheel builds, configured wheels and custom build bikes.
  • If using the traditional returns service and your own courier please include the completed returns form and proof of purchase when returning any goods. We can only accept returns with proof of purchase and a completed returns form.
  • If you receive an order that has been damaged, is missing any components or incorrect items received this must be reported by email within 48 hours of delivery. In these circumstances we will issue a returns number and returns label.

The Legal Information:

In accordance with the Distance Selling Regulations 2014, the customer has the right to a cooling off period of fourteen (14) business days, starting at the time goods are received, to cancel the contract and return said goods at their own expense, without having to give a reason. All returns can be indicated beforehand with THE MERCHANT customer service department. All goods must be returned to THE MERCHANT ADDRESS.

The cooling off period and right to cancel do not apply to contracts, orders for any goods made to your specification, any downloaded goods or unsealed goods including but not limited to (DVD, CD, Tapes, Software, Video and audio).

Only complete and unused goods in perfect condition for resale will be accepted. No refunds or exchanges will be made for incomplete, damaged, used or unsealed goods, including damage to original packaging or missing tags. The customer can exercise this right to withdrawal without penalty, excepting the return fee for the goods. If the customer exercises the right to withdrawal, they have the option of requesting a full refund or exchange of goods. If an exchange is requested, all shipping expenses shall be the responsibility of the customer.

If the right to withdrawal is exercised, THE MERCHANT will make every effort to refund the customer within fourteen calendar days.

In addition to our Returns Policy, under the Consumer Contracts Regulations, you have the right to cancel your order up to fourteen days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further fourteen from the date you notify the retailer of your cancellation to return the goods.

Please note we cannot accept returns for bespoke or custom made to order items.

We reserve the right to refuse returns due to hygiene reasons, items such as underwear, swimwear, bibshorts and speed suits cannot be returned if items have been worn by customer.

Returns Eligibilty

Return eligibility depends on the items in your order.

Where returns are accepted, items must be returned in the same condition they were received, unworn or unused, with tags, and in their original packaging or as otherwise indicated in the return instructions. We may reduce your refund if the item has been used, damaged, or handled more than necessary.

Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs for change-of-mind returns.

European Union returns and cancellations

If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.

After you notify us that you wish to cancel, you must return the goods within 14 days.

We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.

For all international returns plesae download and complete a returns form Returns Form PDF

United Kingdom returns and cancellations

If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.

After you tell us you wish to cancel, you must return the goods to us within 14 days.

We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.

Refunds Using Traditional Return Form

We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.

If you do not see your refund within a reasonable period of time since your refund was approved, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

Contact

To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at hello@sortedsportsgroup.com or use the contact details in our contact information policy.